The Dog and Moggy Blog of Eliot Veterinary Hospital

“It’s time to bring Sophie to the vet. Again. Once a year, that’s what I tell myself….” 

It is common for both pet owners and their pets to experience extreme stress when having to bring them to the vet. Not only can waiting rooms be crowded, but the anxiety and reactions that the pets and pet owners feel within such tight quarters can be infectious and exacerbate an already sensitive situation. Veterinary hospitals are medical facilities that provide a variety of services from wellness care to end of life, and everything in between, so making the environment as comfortable as possible for all is essential. 

At the height of COVID, most veterinary facilities were forced to adopt the “call from the parking lot” protocol since pet parents were not allowed within the facility. Although COVID presented its challenges, we found during that time that this protocol enabled us to have more control over the movement of patients within our small, yet busy, hospital. It also increased the communication between pet owners outside and the hospital staff inside. This in turn decreased unwanted meetings between patients, as well as decreased anxiety for patients that are being cared for. By opening this line of communication, patients' visits were becoming a more positive experience and it showed in their demeanor when leaving through our doors. It also showed when they weren’t quite as stressed or anxious at their next visit.

We understand that our patients may not be familiar or comfortable with other animals or people. In fact, we see many patients for that very reason as Dr. Emmons is pursuing a specialty in veterinary behavior. We also have patients that are already nervous upon arrival and entering our building. Trying to allow our patients to have the necessary space they may need while visiting us has been one way we’ve been able to decrease patient stress and increase client satisfaction. 

As you may have noticed we still prefer to use this protocol, even now in 2024. Many clients question why they are asked to call in when arriving, especially since COVID is no longer as severe a concern. Well, the answer is simple: we care! Our hospital is small, with only 3 exam rooms. Our waiting room, although spacious compared to other facilities, is no longer used for patients waiting to be seen as the likelihood of two patients coming into each other’s space is very high.

Having pet parents call from our parking lot allows our staff members to factor in which patients are already in our hospital, where they are located and when their departure may be. Our staff is diligent in communicating with active appointments that may be ending if another patient is en route into the building to prevent any unwanted contact. Clients may be asked to exit a different door than they entered or wait in an exam room until a patient has reached their enclosed destination. 

By taking these extra steps and working together we can decrease the stress and anxiety of vet visits for both our clients and patients alike. We do expect all of our patients to be in proper control by their pet parents while moving outside or within the building. For dogs, this means a well fitted collar/harness and leash. For cats, this means a secure and reliable carrier. We do not recommend cats be brought in on a harness and leash due to the agile nature of our moggy friends. We also require patients to be secured until they’ve reached their enclosed destination, unless otherwise notified by staff. 

Every patient requires something a little different, tailored to them. We are always willing to plan ahead with a pet parent if they feel their pet needs something specific to increase comfort and success. We will also make recommendations based on what our patients are communicating to us during their visit. Working together will not only increase satisfaction, but will increase the quality of care we are able to provide. 

So stop on in with Sophie for a cookie! Just make sure you call from the parking lot!!
Written by Ali McLaughlin, LVT